POOR CUSTOMER SERVICE AND INEFFICIENT REFUND PROCESS

I considered giving 1 star, however, at a stage their products were useful. However, This isnt a review of their products, but on customer service levels. I purchased a 5G product which did not work , and showed a 1mb line speed when tested. The product was subsequently returned and an urgent refund requested. It is day 23, and i have yet to receive. There support line remains the only medium to contact Rain on, and unfortunately agents and their team leads are not equipped to make decisions or to resolve the issue. The Billing team is USELESS, and because they are not customer facing, there is no sense of urgency nor is there means to contact them. The escalation process is inefficient and frustrating. Im about to draft their CEO a mail, as its the only email other than ***. Hopefully, he will appreciate the frustration the rain team are responsible for.